实用商务英语 质量投诉

3　质量投诉

你将听到的

质量不满

The quality of these goods is not satisfactory.

低于样品

This consignment is much inferior in quality to our samples.

不符标准

This lot of goods is not up to the contract standard.

不愿接受

We are not willing to accept goods different from your samples.

提出索赔

We are lodging a claim for inferior quality.

不认同

It is unreasonable for you to lodge a claim against us for your alleged inferior quality of the products imported from us.

必须负责

We have to hold you responsible for the loss we have been made to sustain.

你也许会说

没按承诺

The quality of the goods you shipped does not meet our minimum requirements.

质量太次

To our astonishment, over half of the peanuts are in and out worm-eaten.

工艺差

The report showed that the lobsters were inferior and packing was inadequate.

职场心经

在国际贸易中，由国家设置的检验机构或经政府注册的、独立的、第三者身份的鉴定机构对进出口商品的质量、规格、卫生、安全、检疫、包装、数量、重量、残损以及装运条件、装运技术等进行检验、鉴定和监督管理工作。商检机构在完成进出口商品检验鉴定工作后签发的证明书。商检证明是对外贸易有关各方履行合同义务和处理索赔争议具有法律地位的证明文件，是进出口商品交接结算、通关计税、计算费用、进行索赔等的有效凭证。索赔时出示商检证书将为索赔添上重重的砝码。

必备的词汇热身

●　initial [iˈniʃəl] adj.第一的

●　wonder [ˈwɔndə] v.怀疑

●　deduct [diˈdʌkt] v.扣除

●　lost [lɔst] v.损失

●　manufacturer [ˌmænjuˈfæktʃərə] n.制造

●　appearance [əˈpiərəns] n.外表

●　critical [ˈkritikəl] adj.批评的，挑剔的

●　regrettable [riˈɡretəbl] adj.可叹的；可惜的；抱歉的

●　merchandise [ˈmə:tʃəndaiz,-ˌdaɪs] n.商品；货物

●　coincide with 与……相符

当谈到质量投诉的时候你会听到

The quality of these goods is not satisfactory.

这批货的质量不让人满意。

This consignment is much inferior in quality to our samples.

这批货的质量大大低于我们的样品。

This lots of goods is not up to the contract standard.

这批货不符合合同标准。

We are not willing to accept goods different from your samples.

我们不愿接受与你方样品不符的货物。

We are lodging a claim for inferior quality.

因为低劣质量，我们向你方提出索赔。

According to claim clauses, the seller should compensate the inferior quality of goods or quality changes.

根据索赔条款，卖方应该赔偿货物的低劣质量或是质量不变。

After reinspection, we found that the quality of the goods was not in conformity with the contract stipulations.

经复检后发现，质量与合同不符。

It is unreasonable for you to lodge a claim against us for your alleged inferior quality of the products imported from us.

你方就从我方进口的产品质量低劣提出索赔是没道理的。

We have to hold you responsible for the loss we have been made to sustain.

我方遭受的损失须由你方负责。

当谈到质量投诉的时候你会说

1．The inspection indicates that the quality of the green tea delivered is not in conformity with that stipulated in the contract, though the packing is all in good condition.

检验表明，尽管包装完好，但是运来的这批绿茶与合同规定不符。

2．We are really at a loss to understand why over half of the latest lot of green beans was found moldy or even worm-eaten.

我们真的难以理解为什么最近这一批绿豆多半发霉或虫蛀。

3．This lot of goods has not turned out to our satisfaction, the quality being too poor to render them in the market.

该批货物无法令我们满意，质量太差，根本无法投放市场。

4．The quality of the goods you shipped does not meet our minimum requirements.

贵方装运的货物质量不符合我们的最低要求。

5．To our astonishment, over half of the peanuts are in and out worm-eaten.

令我吃惊的是，半数以上的花生是虫蛀的。

6．I regret to inform you that many tins of lobsters of the latest consignment have been found blown.

很遗憾告诉你上次那批龙虾有许多都胀了。

7．The report showed that the lobsters were inferior and packing was inadequate.

报告表明龙虾质量很次，并且包装不当。

8．It's evident that the rust is due to poor workmanship. It should be admitted that the rust was not scoured off completely before electroplating. As a result the chrome coating would certainly not hold.

很明显生锈的原因是工艺低劣。你们必须表明锈斑在电镀前未被擦掉。结果，镀铬层当然不牢固。

拓展学习

质量与承诺不一致

A：What's wrong?

发生了什么情况呢？

B：You shipped bulk goods not corresponding in quality with the sample.

贵方运来的大批货物与样品不符。

When unpacking the bales, we found that the materials are different from the original design.

我们拆开包裹后发现原料与原始设计不一致。

We lodge a claim for this shipment because it is not up to your own standard.

我们对这批货物提出索赔，因为他们不符合你们自己的标准。

We shall be glad to have your explanation of this discrepancy in the quality, and also to know what you propose to do in the matter.

我们希望贵公司能对品质上的瑕疵加以说明，同时希望知道贵公司的处理办法。

质量低劣

A：Our customers reported that your products are very poor in quality.

我们的客户反映，你们的产品质量太差。

B：I'll look into the matter, and connect you as soon as possible.

我会调查此事，尽快给予答复。

We can't use them at all.

我们完全不能用。

There're spots on the surface of the products.

产品表面有瑕疵。

Some component parts were found covered with rust.

我们发现一些零件生锈了。

场景应用

产品的质量出现了严重的问题，郑小姐想要退款。卖方向郑小姐介绍了新的产品，并表示可以换货。

A：Well, Miss Zheng. Just to make things clear, I'd like to ask you some questions. Do all the products have quality problems?

B：Of course. We invited many clients that day. I was hoping that I could be under the spotlight that night. But I turned out to be a mockery. And I lost face before so many people.

A：Miss Zheng, on behalf of my company, I make an apology to you with all my heart. Just as our company's promises, our product assures quality. There must be some strange things in it.

B：It happened to me! I want a refund.

A：If you don't mind, I have a proposal to you. Why not come to our company? We have a new product which is the latest items. I'm sure you'll like it. And please trust me, the quality will be guaranteed.

B：That sounds acceptable.

A：郑小姐，我想问您几个问题以澄清事实。是所有的商品都有质量问题吗？

B：是的，当天我们公司邀请了很多客户。我还希望我们能能够在那晚成为焦点，没想到居然变成了小丑！这简直太丢脸了。

A：郑小姐，我代表公司真心的向您道歉。正如我们公司承诺的，产品保证质量。这其中肯定有什么意外。

B：既然这个事情发生在了我身上，我就要求退款。

A：如果您不介意的话，我想向你提个建议。你为什么不来我们公司呢？我们有最新款的产品，我相信你会喜欢的。另外，请相信我，这批新货的质量一定得以保证。

B：听上去还算可以接受。

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lose face丢脸，受侮辱

该短语源于汉语的“丢脸”，据说是一些近代在中国经商的英国人介绍到英语在中的，此后他们又创造了一次写类似的成语：save the face（保全面子），a loss of face（丢面子），face-saving（失面子的）。例如：The last thing I want to see is to lose face before my friends.（我最不想见到自己在朋友面前丢脸。）

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由于货物的质量比样货差，布莱尔先生准备拒收货物。但是张先生提出降价10％，布莱尔先生最终同意了对方的解决方案。

A：Mr. Zhang, I'm regret to tell you that we have to decline the shipment.

A：What happened, Mr. Bair?

B：The shipment did not come up to the samples.

A：That's impossible. They were usually inspected to the standard.

B：The color of these products is much darker than that of the samples and the quality is much weaker. So we have to decline the shipment.

A：How can you do that! We've already delivered it to the destination port, and we'll sustain a huge loss if you decline it.

B：But we'll also suffer great losses if we accept these goods different from the samples.

A：Well, the die is cast; we'll bring down our price by 10％, since we stand by our products. Is that okay?

B：All right. We agree to accept your proposal.

A：张先生，我方很遗憾地告诉你们，我们不得不拒收你方的货物。

B：布莱尔先生，出了什么事？

A：这些货的质量没有达到样货的标准。

B：这不可能，货物通常是经过了检验并符合标准的。

A：这些货的颜色比样货深，并且品质也比样货差，因此我们拒收此货。

B：那怎么行！货物已运抵目的港，如果你方拒收，我方将损失重大。

A：但如果我们接收了这批与样货不符的货，我们的损失也同样惨重。

B：事已至此，我们愿意负责，我们就降价10％。这总可以了吧？

A：好吧，我方接收你方的建议。

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the die is cast事已定局；事已至此，无可反悔

成语中的die是指骰子。在掷骰子赌博时，通常掷出去（cast）的最后点数都是一定的。并不会再有所变动，因此不论主观的意志为何，一样是直接按点数论输赢，没有争论的余地。

据说凯撒大帝（uius Caesar）在率军渡过鲁比孔河（Rubican）要与庞贝决一死战时，便用了the die is cast表示“心意已决，没有更改的余地”。the die is cast也可以写做the die is thrown，意思不变。

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